Consultant - ITIL

15 hours ago

Noida, India Genpact Full time

Job Description Inviting applications for the role of Consultant - ITIL In this role, a person will follow a process to manage the Problem Management process. This person will coordinate between IT Infra & application departments to ensure the timely resolution of major incidents RCAs & follow a detailed process of problem management and, resolution management. Will make independent decisions regarding new processes and procedures for the improvements of Problem Management process. This role will also require working in US Hours. Responsibilities - Lead, manage and continuously improve procedures for Problem Incident Management. - Leads Problem Management bridge calls, ensures prompt action on behalf of all teams involved. - Make recommendations to management regarding improvements, and concerns. - Deliver high-quality incident management and problem management for any high severity issues. - Drive reduction in Mean Time to Repair (MTTR) by improving the problem management processes. - Prioritize incidents and problems based on urgency and impact to the business. - Write and maintain documentation for problem protocols, processes, and standards. - Engage and coordinate relevant personnel from all teams during problem resolution Improve internal incident and problem communication strategies. - Collaborate with problem owners, technical owners, stakeholders to investigate root causes and facilitate resolution in adherence with established SLAs. Qualifications we seek in you Minimum Qualifications - Bachelor%27s degree in information technology, engineering, or a related field. - Worked in IT service management, being Problem / Incident Manager or a similar role. Tech support experience is helpful. - Experience and tenacity in driving resolution of complex issues always stay calm even in bad crisis situations. - Excellent written and verbal communication skills are a must. The ability to effectively communicate is significant. - Ability to analyse a high volume of technical data and work in a fast-paced environment. - Experience leading teams to support meeting a contractual service level agreement ITSM experience, especially with Problem, Change, and Incident Management Preferred Qualifications/ Skills - Knowledge of tools such as ServiceNow, JIRA, Advanced Excel will be added advantage - - - - - -

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